AI Governance, Risk & Readiness

Ten questions on the side of AI nobody enjoys until something goes wrong — accountability, privacy, disclosure, monitoring after launch, vendor due diligence and knowing when to switch it off.

Every topic these questions touch on is covered properly in the CX Hub — all our resources in one place, so you’re not hunting across the site for them.

, every topic these questions touch on is covered properly in your CX Hub — all our resources in one place, so you’re not hunting across the site for them.

Everyone on your membership has the full CX Hub — all our resources in one place, so your team isn’t hunting across the site for them.

Questions10, multiple choice
TimeAbout 5 minutes
LevelAdvanced
CostFree to take

Visitor accessYou’ll get your score and see which answers you got wrong at the end. A free Subscriber account shows you the correct answer as you go, and how your score compares to everyone else’s.

AI Governance, Risk & Readiness

The side of AI nobody enjoys until something goes wrong — accountability, privacy, disclosure, monitoring after launch, vendor due diligence and knowing when to switch it off. Ten questions for anyone who has to sign off on putting AI in front of customers.

The number of attempts remaining is 1

1 / 10

Which is the most important thing to establish before a pilot, rather than after?

What result would make you stop, and who has the authority to call it

The projected cost saving at full deployment

Which team will own the tool long term

How the rollout will be communicated to customers

2 / 10

What is the first privacy question to ask before sending customer data to a third-party AI service?

What data leaves our environment, where does it go, and is it used to train the vendor model

Whether the vendor holds an information security certification

Whether the service is faster than the current process

Whether customers have accepted the website terms of use

3 / 10

What is model drift, and why does it matter after go-live?

Performance degrading over time as real-world inputs move away from the training data

The model producing different answers to the same question

Gradual increases in response latency as usage grows

Staff using the tool differently from how it was intended

4 / 10

What is the strongest reason to disclose to customers that they are dealing with AI?

It preserves trust, which is far more expensive to rebuild than to maintain

It reduces the volume of complex enquiries received

It transfers responsibility for errors to the customer

It is universally required by Australian law

5 / 10

Which governance control most reduces the harm from an AI error reaching a customer?

Monitoring that surfaces errors quickly, and the ability to roll back

A more detailed pre-launch testing programme

A disclaimer in the terms of use

Restricting the tool to low-value customers initially

6 / 10

How should bias be tested before an AI tool goes in front of customers?

By comparing outcomes across customer groups using data that reflects who you actually serve

By reviewing the vendor documentation on training data

By checking overall accuracy is above the agreed threshold

By asking staff whether the responses seem fair

7 / 10

What is usually missed when the workforce impact of automation is considered?

The remaining work becomes harder, because the straightforward contacts are the ones automated

Staff will need training on the new system

Some roles will become redundant over time

Change is unsettling and should be communicated carefully

8 / 10

Why does an AI system that makes decisions about customers need an audit trail?

So a specific decision can be reconstructed and explained after the fact

So the vendor can be billed accurately for usage

So the model can be retrained on its own outputs

So response times can be reported to the board

9 / 10

A vendor cannot tell you what data their model was trained on. What does that mean for your risk assessment?

It is an accepted, documented risk rather than a resolved one

It is acceptable provided the vendor holds a security certification

It is irrelevant if the model performs well in testing

It rules the vendor out entirely

10 / 10

An AI assistant gives a customer incorrect information about their entitlement. Who is accountable?

The organisation that deployed it, regardless of what the vendor contract says

The vendor that supplied the model

Nobody, provided the customer was told they were speaking to AI

The agent who was supervising the conversation

Subscriber access, you’ll see the correct answer as you go and how your score compares to the average.

Member access, take this as many times as you like. Score 100% and your certificate is available immediately, and every attempt is saved to your Quiz Dashboard.

Quizzes are taken on individual accounts

You’re signed in with the admin account for . Quiz results and certificates are recorded against individual accounts, so sign in with your own Individual Account to take this quiz — everyone holding a member account under your membership already has full access to all of them.

Browse all industry quizzes · General knowledge trivia to run with your team · Business FAQs & support videos

Where to next

New to ACXPA? These quizzes are one small piece of a much bigger practitioner toolkit.

All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Trivia quizzes to run at workGeneral knowledge quizzes built for team meetings and huddles.CX Maturity Pulse CheckA free, fast read on where your organisation’s CX capability actually sits.The CX HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.CX RoundtablesA live panel with senior CX practitioners on the first Wednesday of every month. The latest session is free.The full resource libraryEverything ACXPA offers across every discipline, in one place.

Where to next

, here’s what else is open to you on the CX side.

Your Quiz DashboardEvery attempt, score and certificate you’ve earned, in one place.All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.CX Strategic Maturity AuditBenchmark your organisation across six strategic pillars, then re-run it to track how far you’ve moved.Your CX HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.CX RoundtablesMonthly live panel plus the full archive — searchable transcripts, key moments and executive summaries.Trivia quizzes to run at workEditable general knowledge kits for team meetings and huddles.

What you get with each level

Everyone can take the quiz. What changes is how much you get out of it.

Taking the quiz	Your current accessVisitors	Your current accessSubscribersFree	Your current accessYour team’s accessMembersFrom $35 per year
Take this quiz, and any other quiz on the site	✓	✓	✓
See your score, and how it compares with the average	✓	✓	✓
See which questions you got wrong	✓	✓	✓
See the correct answer on the ones you got wrong	—	✓	✓
Review every question at the end, not just the ones you got wrong	—	—	✓
Read why the right answer is right, question by question	—	—	✓
Re-take the quiz as many times as you like	—	—	✓
Download a certificate when you score 100%	—	—	✓
Track every quiz result in your own dashboard	—	—	✓
Quizzes with your team
Monthly general knowledge trivia kit — editable questions and answers to run with your team	—	—	✓
Self-paced courses with a certificate for each one you finish	—	—	✓

The quizzes are the smallest part of it

Membership opens up the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. See what's included.

The quizzes are the smallest part of it

Your membership includes the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. Browse your resources.

You’re signed in with the admin account for . Everyone holding a member account under your membership has full quiz access — results and certificates are recorded against their individual account, so sign in with your own Individual Account to take a quiz yourself.

See membership options Browse the resource library

AI Governance, Risk & Readiness

Quizzes are taken on individual accounts

Where to next

Where to next

What you get with each level

The quizzes are the smallest part of it

The quizzes are the smallest part of it

Leave a reply

ACXPA PLATINUM SPONSORS

About ACXPA

Standards & Benchmarking

Hubs & Resources

Learning & Events

Access Restricted: Upload Your Photo to Continue

You need to upload a photo before you can access this page!

AI Governance, Risk & Readiness

Quizzes are taken on individual accounts

Where to next

Where to next

What you get with each level

The quizzes are the smallest part of it

The quizzes are the smallest part of it

Leave a reply

ACXPA PLATINUM SPONSORS

ACXPA SILVER SPONSORS

ACXPA BRONZE SPONSORS

About ACXPA

Standards & Benchmarking

Hubs & Resources

Learning & Events

Are you sure you want to delete post?

Log in with your email address

Forgot your details?

Create Account